Helpline Team Leader

2 weeks ago

Makati, Philippines Allianz PNB Life Full time

Performance Incentive Plan / Yearly Bonus

Retirement Program and Group Life Insurance

Hybrid Work Set-up after 6 months working on-site

Be part of a pioneer team

Benefits/Perks
  • Competitive Salary
  • 13th and 14th month salary guaranteed
  • Performance Incentive Plan / Yearly Bonus
  • Retirement Program and Group Life Insurance
  • Hybrid Work Set-up after 6 months working on-site
  • Be part of a pioneer team
JOB DETAILS / ROLE PURPOSE

Become an integral part of Operations. Lead, motivate & coach your team to deliver world class customer service to our members. Monitor performance and maintain a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s.

Key Responsibilities
  • Leading and motivating a team of Customer Service Representatives
  • Promote high Customer Service and Quality ethos on the team and in the company.
  • Training and development of staff.
  • Deliver service level agreements and the individual team targets to enable maximum performance
  • People Management, including all HR related issues, as well as performance appraisals and staff development.
  • Work monitoring, coaching and feedback
  • Conducting regular one to ones and team meetings.
  • Ensuring ownership is taken of all queries received in department area
  • Contributing to recruitment and selection process of the front line.
  • Compiling weekly reports on team`s performance and customer feedback.
  • Communicate and act as a focal point of dissemination of information from management to team and vice versa.
  • Work very closely with team members to solve customer problems
  • Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
  • Promote the company values and the `I make a difference` initiative.
  • Monitoring emails and calls to ensure quality responses are given and any training issues are addressed.
  • Deal with escalations in a prompt and efficient manner.
  • Work within shift patterns - including weekend work.
Key Requirements
  • Previous experience working in a contact center as a team leader is required.
  • Goal driven and can work well under pressure.
  • Track record of meeting targets and delivering customer satisfaction.
  • Excellent people management skills
  • Must be willing to work in rotating shifts and holidays
  • Fluency in English; other language desirable
  • Time Management
  • Strong communication (verbal & written)
  • Team Player
  • Applicants who are able to start ASAP will be prioritized

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Financial Services and Insurance

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